U.S. patent application number 13/898785 was filed with the patent office on 2014-11-27 for generating instant messaging contacts for customer relationship management systems.
This patent application is currently assigned to INTERNATIONAL BUSINESS MACHINE CORPORATION. The applicant listed for this patent is INTERNATIONAL BUSINESS MACHINE CORPORATION. Invention is credited to JORGE A. ARROYO, LUCIANO M. P. DA SILVA, STEPHEN P. KRUGER, PATRICK J. O'SULLIVAN.
Application Number | 20140351345 13/898785 |
Document ID | / |
Family ID | 51936111 |
Filed Date | 2014-11-27 |
United States Patent
Application |
20140351345 |
Kind Code |
A1 |
ARROYO; JORGE A. ; et
al. |
November 27, 2014 |
GENERATING INSTANT MESSAGING CONTACTS FOR CUSTOMER RELATIONSHIP
MANAGEMENT SYSTEMS
Abstract
A computer-implemented method, computer program product, and
computing system is provided for the interaction between a CRM
system and a instant messaging system. According to an
implementation, a computer-implemented method may include
identifying, by one or more processors, one or more individuals
associated with an opportunity included within a CRM system. The
method may also include creating, by the one or more processors, an
instant message buddy list group associated with the opportunity.
The method may also include populating, by the one or more
processors, the instant message buddy list group with at least a
portion of the one or more individuals.
Inventors: |
ARROYO; JORGE A.; (CARMEL,
IN) ; KRUGER; STEPHEN P.; (MALAHIDE, IE) ;
O'SULLIVAN; PATRICK J.; (BALLSBRIDGE, IE) ; DA SILVA;
LUCIANO M. P.; (APEX, NC) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
INTERNATIONAL BUSINESS MACHINE CORPORATION |
ARMONK |
NY |
US |
|
|
Assignee: |
INTERNATIONAL BUSINESS MACHINE
CORPORATION
ARMONK
NY
|
Family ID: |
51936111 |
Appl. No.: |
13/898785 |
Filed: |
May 21, 2013 |
Current U.S.
Class: |
709/206 |
Current CPC
Class: |
H04L 51/046 20130101;
H04L 51/04 20130101 |
Class at
Publication: |
709/206 |
International
Class: |
H04L 12/58 20060101
H04L012/58 |
Claims
1-7. (canceled)
8. A computer program product comprising a computer readable medium
having a plurality of instructions stored thereon, which, when
executed by a processor, cause the processor to perform operations
including: identifying one or more individuals associated with an
opportunity included within a CRM system; creating an instant
message buddy list group associated with the opportunity; and
populating the instant message buddy list group with at least a
portion of the one or more individuals.
9. The computer program product of claim 8, further including
propagating the instant message buddy list group to at least one of
the one or more individuals.
10. The computer program product of claim 9, wherein propagating
the instant message buddy list group is based on one or more
rules.
11. The computer program product of claim 8, further including:
identifying a change to the one or more individuals associated with
the opportunity, and updating the instant message buddy list group
based on the change.
12. The computer program product of claim 11, wherein updating the
instant message buddy list group includes removing an individual
from the instant message buddy list group.
13. The computer program product of claim 11, wherein updating the
instant message buddy list group includes adding an individual to
the instant message buddy list group.
14. The computer program product of claim 11, further including
propagating the updated instant message buddy list group to at
least one of the one or more individuals.
15. A computing system comprising: one or more processor devices;
and one or more memory architectures coupled with the one or more
processor devices; wherein the one or more processor devices are
configured to: identify one or more individuals associated with an
opportunity included within a CRM system; create an instant message
buddy list group associated with the opportunity; and populate the
instant message buddy list group with at least a portion of the one
or more individuals.
16. The computer system of claim 15, wherein the one or more
processor devices are further configured to: propagate the instant
message buddy list group to at least one of the one or more
individuals.
17. The computer system of claim 15, wherein the one or more
processor devices are further configured to: identify a change to
the one or more individuals associated with the opportunity, and
update the instant message buddy list group based on the
change.
18. The computer system of claim 17, wherein updating the instant
message buddy list group includes removing an individual from the
instant message buddy list group.
19. The computer system of claim 17, wherein updating the instant
message buddy list group includes adding an individual to the
instant message buddy list group.
20. The computer system of claim 17, further including propagating
the updated instant message buddy list group to at least one of the
one or more individuals.
Description
TECHNICAL FIELD
[0001] The present disclosure generally relates to systems and
method for social customer relationship management and instant
messaging.
BACKGROUND
[0002] When an enterprise, such as a company or an organization
interacts with customers, a customer relationship management (CRM)
system may be utilized to maintain these interactions. A CRM system
may allow an enterprise to make better and quicker business
decisions while organizing customer activities and marketing
efforts. Customer opportunities may be created within the CRM
system in order to continue to manage the relationship with the
customer. In some situations a separate system may be utilized in
conjunction with a CRM system in order to continue to manage and
track customer opportunities.
SUMMARY OF DISCLOSURE
[0003] According to an implementation, a computer-implemented
method may include identifying, by one or more processors, one or
more individuals associated with an opportunity included within a
CRM system. The method may also include creating, by the one or
more processors, an instant message buddy list group associated
with the opportunity. The method may also include populating, by
the one or more processors, the instant message buddy list group
with at least a portion of the one or more individuals.
[0004] One or more of the following features may be included. The
method may further include propagating the instant message buddy
list group to at least one of the one or more individuals.
Propagating the instant message buddy list group may be based on
one or more rules. The method may further include identifying a
change to the one or more individuals associated with the
opportunity. The method may also include updating the instant
message buddy list group based on the change. Updating the instant
message buddy list group may include removing an individual from
the instant message buddy list group. Updating the instant message
buddy list group may include adding an individual to the instant
message buddy list group. The method may further include
propagating the updated instant message buddy list group to at
least one of the one or more individuals.
[0005] According to another implementation, a computer program
product may include a computer readable medium having a plurality
of instructions stored thereon. When executed by a processor, the
instructions may cause the processor to perform operations
including identifying one or more individuals associated with an
opportunity included within a CRM system. Instructions may be
included for creating an instant message buddy list group
associated with the opportunity. Instructions may be included for
populating the instant message buddy list group with at least a
portion of the one or more individuals.
[0006] One or more of the following features may be included. The
computer program product may further include instructions for
propagating the instant message buddy list group to at least one of
the one or more individuals. Propagating the instant message buddy
list group may be based on one or more rules. The computer program
product may further include instructions for identifying a change
to the one or more individuals associated with the opportunity, and
updating the instant message buddy list group based on the change.
Updating the instant message buddy list group may include removing
an individual from the instant message buddy list group. Updating
the instant message buddy list group may include adding and
individual to the instant message buddy list group. The computer
program product may further include instructions for propagating
the updated instant message buddy list group to at least one of the
one or more individuals.
[0007] According to another aspect of the disclosure, a computing
system may include one or more processor devices and one or more
memory architectures coupled with the one or more processor
devices. The one or more processor devices may be configured to
identify one or more individuals associated with an opportunity
included within a CRM system. The one or more processor devices may
also be configured to create an instant message buddy list group
associated with the opportunity. The one or more processor devices
may also be configured to populate the instant message buddy list
group with at least a portion of the one or more individuals.
[0008] One or more of the following features may be included. The
one or more processor devices may be configured to propagate the
instant message buddy list group to at least one of the one or more
individuals. The one or more processor devices may be configured to
identify a change to the one or more individuals associated with
the opportunity. The one or more processor devices may be
configured to update the instant message buddy list group based on
the change. Updating the instant message buddy list group may
include removing an individual from the instant message buddy list
group. Updating the instant message buddy list group may include
adding an individual to the instant message buddy list group. The
one or more processor devices may be configured to propagating the
updated instant message buddy list group to at least one of the one
or more individuals.
[0009] The details of one or more implementations are set forth in
the accompanying drawings and the description below. Other features
and advantages will become apparent from the description, the
drawings, and the claims.
BRIEF DESCRIPTION OF THE DRAWINGS
[0010] FIG. 1 is a diagrammatic view of a distributed computing
network including a computing device that executes a CIM process
according to an implementation of the present disclosure;
[0011] FIG. 2 is a flowchart of the CIM process of FIG. 1,
according to an implementation of the present disclosure;
[0012] FIG. 3 is a diagrammatic representation of an example CIM
process of FIG. 1, according to an implementation of the present
disclosure;
[0013] FIG. 4 is a diagrammatic representation of an example CIM
process of FIG. 1, according to an implementation of the present
disclosure;
[0014] FIG. 5 is a diagrammatic representation of an example CIM
process of FIG. 1, according to an implementation of the present
disclosure;
[0015] FIG. 6 is a diagrammatic representation of an example CIM
process of FIG. 1, according to an implementation of the present
disclosure;
[0016] FIG. 7 is a diagrammatic representation of an example CIM
process of FIG. 1, according to an implementation of the present
disclosure;
[0017] FIG. 8 is a diagrammatic view of the computing device of
FIG. 1, according to an implementation of the present
disclosure.
[0018] Like reference symbols in the various drawings indicate like
elements.
DETAILED DESCRIPTION
[0019] A CRM system may be considered a model for managing a
company's interactions with current and potential future customers
and/or business partners, or the like. Such a CRM system may
involve using technology to organize, automate, and synchronize
sales, marketing, customer service, and technical support
information, activities, and the like. A CRM system may facilitate
sales, marketing and service or support-based functions whose
purpose may be to move the customer through a pipeline with the
goal of keeping the customer coming back for repeat business,
and/or generate business from potential customers. In some
instances, it may be desirable to utilize a CRM system to keep
track of these customers (e.g., existing customers, potential
future customers, business partners, or the like) in the form of
opportunities. An opportunity may be potential for new or
additional sales, interactions, services, leads that may be
exploited, or the like with respect to a customer included within
the CRM system. A CRM system may be based around data and
information that companies may collect about their customers,
potential customers, business partners, or the like. For example,
all the data and information may be entered into a CRM system.
Consequently, the CRM system may allow a company to better target
various customers based on that data and information.
[0020] Social CRM systems may coordinate with social media sites,
such as Twitter.RTM., LinkedIn.RTM., Facebook.RTM. and Google
Plus.RTM. to track and communicate with customers who share
opinions and experiences about their company, products and
services. The strategy may be based around customer engagement and
interactions, with transactions being a byproduct. Social CRM
system may be considered an evolved form of the traditional CRM
system. In some instances, it may be desirable to have a back-end
process and system for managing customer relationships and data in
an efficient and process-centric way. Although, social CRM system
may have different form depending on the organization, the purpose
may be to understand the business challenge that is facing an
organization and providing a possible solution. For example, social
CRM systems may play a role in developing a social or collaborative
business, both internally and externally.
[0021] In an embodiment, information within a CRM system (e.g.
Sugar, Siebel) may be leveraged to facilitate instant message
communications between individuals who may be commonly associated
with and/or engaged in an opportunity that is maintained, managed,
and/or documented within the CRM system. For example, various
opportunity level relationships (contacts) may be inferred for the
opportunities within the CRM system. A group of individuals
associated with one or more opportunities may be created in the
form of instant message buddy list group. The instant message buddy
list group formed around, or based on, an opportunity within a CRM
system may be propagated to at least some of the individuals
associated with one or more opportunities.
[0022] An individual, such as a user of the CRM system, may be
provided with an instant message buddy list that reflects the
opportunities that the individual is part of, for example, in the
form of groups of individuals associated with different
opportunities. An individual may be provided with a number of these
groups within his instant message buddy list (e.g., depending upon
how many opportunities the individual is associated with), which
may be included in the individual's instant message buddy list
along with other contacts such business contacts, friend contacts
and family contacts.
[0023] Referring to FIG. 1, there is shown a CRM for instant
messaging (CIM) process 10. For the following discussion, it is
intended to be understood that CIM process 10 may be implemented in
a variety of ways. For example, CIM process 10 may be implemented
as a server-side process, a client-side process, or a hybrid
server-side/client-side process.
[0024] For example, CIM process 10 may be implemented as a purely
server-side process via CIM process 10s. Alternatively, CIM process
10 may be implemented as a purely client-side process via one or
more of client-side application 10c1, client-side application 10c2,
client-side application 10c3, and client-side application 10c4.
Alternatively still, CIM process 10 may be implemented as a
server-side/client-side process via screen CIM process 10s in
combination with one or more of client-side application 10c1,
client-side application 10c2, client-side application 10c3, and
client-side application 10c4. In such an example, at least a
portion of the functionality of CIM process 10 may be performed by
CIM process 10s and at least a portion of the functionality of CIM
process 10 may be performed by one or more of client-side
application 10c1, 10c2, 10c3, and 10c3.
[0025] Accordingly, CIM process 10 as used in this disclosure may
include any one, or combination of, CIM process 10s, client-side
application 10c1, client-side application 10c2, client-side
application 10c3, and client-side application 10c4.
[0026] Referring also to FIG. 2, and as will be discussed in
greater detail below, CIM process 10 may identify 100 one or more
individuals associated with an opportunity included within a CRM
system. CIM process 10 may also create 102 an instant message buddy
list group associated with the opportunity. CIM process 10 may also
populate 104 the instant message buddy list group with at least a
portion of the one or more individuals.
[0027] CIM process 10s may be a server application and may reside
on and may be executed by computing device 12, which may be
connected to network 14 (e.g., the Internet or a local area
network). Examples of computing device 12 may include, but are not
limited to: a personal computer, a server computer, a series of
server computers, a mini computer, a mainframe computer, or a
dedicated network device.
[0028] The instruction sets and subroutines of CIM process 10s,
which may be stored on storage device 16 coupled to computing
device 12, may be executed by one or more processors (not shown)
and one or more memory architectures (not shown) included within
computing device 12. Examples of storage device 16 may include but
are not limited to: a hard disk drive; a tape drive; an optical
drive; a RAID device; an NAS device, a Storage Area Network, a
random access memory (RAM); a read-only memory (ROM); and all forms
of flash memory storage devices.
[0029] Network 14 may be connected to one or more secondary
networks (e.g., network 18), examples of which may include but are
not limited to: a local area network; a wide area network; or an
intranet, for example.
[0030] Examples of client-side applications 10c1, 10c2, 10c3, 10c4
may include but are not limited to a client-side CRM application, a
client-side instant message application, a web browser or a
specialized application (e.g., an application running on a mobile
platform). Examples of a client-side CRM application may include a
client application for accessing and/or interacting with a CRM
system such as Sugar or Siebel, or the like. (Sugar is a trademark
of SugarCRM Inc. in the United States, other countries, or both;
Siebel is a trademark of Oracle Corporation in the United States,
other countries, or both.) The instruction sets and subroutines of
client-side application 10c1, 10c2, 10c3, 10c4, which may be stored
on storage devices 20, 22, 24, 26 (respectively) coupled to client
electronic devices 28, 30, 32, 34 (respectively), may be executed
by one or more processors (not shown) and one or more memory
architectures (not shown) incorporated into client electronic
devices 28, 30, 32, 34 (respectively). Examples of storage devices
20, 22, 24, 26 may include but are not limited to: hard disk
drives; tape drives; optical drives; RAID devices; random access
memories (RAM); read-only memories (ROM), and all forms of flash
memory storage devices.
[0031] Examples of client electronic devices 28, 30, 32, 34 may
include, but are not limited to, personal computer 28, laptop
computer 30, mobile computing device 32, notebook computer 34, a
netbook computer (not shown), a server computer (not shown), a
gaming console (not shown), a data-enabled television console (not
shown), and a dedicated network device (not shown). Client
electronic devices 28, 30, 32, 34 may each execute an operating
system.
[0032] Users 36, 38, 40, 42 may access CIM process 10 directly
through network 14 or through secondary network 18. Further, screen
capture process 10 may be accessed through secondary network 18 via
link line 44.
[0033] The various client electronic devices (e.g., client
electronic devices 28, 30, 32, 34) may be directly or indirectly
coupled to network 14 (or network 18). For example, personal
computer 28 is shown directly coupled to network 14. Further,
laptop computer 30 is shown wirelessly coupled to network 14 via
wireless communication channels 46 established between laptop
computer 30 and wireless access point (WAP) 48. Similarly, mobile
computing device 32 is shown wirelessly coupled to network 14 via
wireless communication channel 50 established between mobile
computing device 32 and cellular network/bridge 52, which is shown
directly coupled to network 14. WAP 48 may be, for example, an IEEE
802.11a, 802.11b, 802.11g, 802.11n, Wi-Fi, and/or Bluetooth device
that is capable of establishing wireless communication channel 46
between laptop computer 30 and WAP 48. Additionally, personal
computer 34 is shown directly coupled to network 18 via a hardwired
network connection.
[0034] In some embodiments, CIM process 10 may communicate with,
interact with, and/or included within a CRM system (e.g., CRM
system 54), examples of which may include, but are not limited to,
Sugar and Siebel. As is generally known, a CRM system (e.g., CRM
system 54) may generally identify, manage and track customer
information. As used herein, the term customer may include a
current customer, a potential or future customer, a business
partner, or the like. Changes to customer information may also be
tracked within a CRM system. Various leads, contacts and
opportunities (e.g., including but not limited to ongoing
relationships, potentials for new or additional sales,
interactions, services, leads that may be exploited, or the like)
related to customer information may be identified, tracked and
managed in a CRM system. As such, CRM system 54 may document and
identify, track and manage customer information. Any changes to
customer information that take place over time may be documented
using CRM system 54. Other information, in addition to customer
information, may also be documented or tracked by, or using, CRM
system 54. In an embodiment, the data associated with, generated
by, and/or collected by a CRM system may be stored, e.g., on
storage device 16 associated with server computer 12, which
executes CRM system, and/or another suitable storage device.
[0035] In some embodiments, CIM process 10 may communicate with,
interact with and/or include a component or module of an instant
messaging system (e.g., IM system 56). IM system 56 may generally
allow transmission of a variety of messages from one user to one or
more other users. Instant messaging is a form of communication that
offers an instantaneous transmission of text-based messages over
the Internet. Features offered by many instant messaging systems
may include voice or video calling, video chat, inclusion of
hyperlinks to media, ability to multicast communications to
multiple recipients. Instant messaging may be possible between
individuals and/or groups that reside in the same general location
(e.g., a single corporate office) and/or individuals and/or groups
that reside in different locations and/or form part of different IM
communities.
[0036] In an embodiment, users may access CRM system 54, which may
include a CRM server application (e.g., to identify, manage and
track customer information such as opportunities) and/or IM system
56, which may include an IM server application (e.g., to send
instant message communications to other users, manage instant
message contact lists, user profiles, etc.) using suitable client
side applications, such as specific CRM client side applications,
IM client side applications, generic applications such as web
browsers (e.g., which may allow web-access to CRM server
application and/or IM server application), or combinations of
specific client side applications and generic client
applications.
[0037] As generally discussed above with reference to FIG. 2, CIM
process 10 may identify 100 one or more individuals associated with
an opportunity included within a CRM system. CIM process 10 may
also create 102 an instant message buddy list group associated with
the opportunity. CIM process 10 may also populate 104 the instant
message buddy list group with at least a portion of the one or more
individuals.
[0038] For example, CIM process 10 may identify 100 one or more
individuals associated with an opportunity included within a CRM
system. For example, CIM process 10, and/or another process or
application, may interact with a CRM system (e.g., CRM system 54)
and identify opportunities within the CRM system that are
associated with specific individuals or users. As explained above,
a CRM system may maintain information regarding a number of
opportunities that are related to ongoing and/or past customer
interactions, as well as potential and future customer interactions
and communications, business ventures, and the like. Opportunities
may be associated with one or more individuals. The users
associated may include individuals who are involved in the customer
relationship and/or the potential future relationship. For example,
in the case of an opportunity including a past and/or ongoing
customer, various individuals may have been involved in the
relationship with the customer, e.g., in a sales capacity, service
capacity, a technical support capacity, managerial capacity, and/or
otherwise interacted with the customer or otherwise facilitated the
business interaction with the customer. Similarly, for an
opportunity representing a potential future relationship with a
customer, users associated with the opportunity may include
individuals who are indicated as having a contact relationship with
the customer, who are in a sales and/or support position for
products or services that may be pitched to the potential customer,
and/or who have other skills or information that has been
identified as being useful for exploiting the potential customer.
The individuals associated with the opportunity may be explicitly
identified in information and/or records associated with the
opportunity. Further, in some situations, the individuals
associated with the opportunity may be implicitly identified, e.g.,
based on communications or correspondence that may be associated
with the opportunity in the CRM system. Further, users may belong
to an enterprise that generated the opportunity or users may belong
to an enterprise that was not involved in generating the
opportunity (e.g., but may otherwise provide resources that may be
useful for moving forward with the opportunity, such as outside
technical support, etc.). For example, an enterprise may have
created a list of opportunities within a CRM system that it wishes
to share with another enterprise, and/or involve another enterprise
in moving forward with the opportunity. In that scenario, the users
from the other enterprise may not belong to the enterprise that
created these opportunities.
[0039] In an embodiment, CIM process 10 may determine that an
opportunity (e.g., opportunity 1) has one or more users associated
with that opportunity (e.g., users 36, 38 and 40), for example,
based on records and/or information associated with the opportunity
that are maintained by the CRM system. CIM process 10, along and/or
in conjunction with another process or application, may identify
100 users associated with certain opportunities. CIM process 10 may
interact with a CRM system (e.g., CRM system 54) to access
information regarding the opportunity to identify 100 one or more
individuals associated with the opportunity. For example, and
referring also to FIG. 3, multiple individuals (e.g., user 36, user
38, user 40, Tom, Susan, Rob, Katie, and Jennifer) may be
associated with an opportunity (e.g., opportunity 1). As generally
discussed above, the various individuals may be associated with
opportunity 1 in various capacities and/or for various reasons, and
the association of each of the individuals may be based on, at
least in part, either an explicit or an implicit connection between
the individual and opportunity 1. It is understood that the use of
one opportunity is for illustrative purposes and not a
limitation.
[0040] As explained above, and referring also to FIG. 4, users may
be associated with one or more opportunity. For example, user 38
may be associated with multiple opportunities (e.g., opportunity 1,
opportunity 2 and opportunity 3) included in the CRM system. CIM
process 10 may identify 100 a user (e.g., user 38) as associated
with three opportunities (e.g., opportunity 1, opportunity 2 and
opportunity 3). In addition to user 38, there may be other users
associated with these opportunities. For example, CIM process 10
may identify 100 users 36, 38 and 40 to be associated with
opportunity 1, users 38, 40, 42, 402 and 404 associated with
opportunity 2, and users 38, 40, 404 and 406 associated with
opportunity 3. It is understood that the above example is only for
illustrative purposes and not a limitation.
[0041] CIM process 10 may also create 102 an instant message buddy
list group associated with the opportunity. For example, CIM
process 10 may interact with an IM system (e.g., IM System 56
and/or an instant messaging client application, e.g., which may
include one or more of client applications 10c1-10c4) in order to
manage the creation of one or more instant message lists (e.g., a
buddy list). In general, an instant message buddy list may include
a list of instant messaging contacts and screen names associated
with each instant messaging contact. An instant message buddy list
group may include an organizational tool in which one or more
instant messaging contacts may be grouped together to provide a
common context to the instant messaging contacts included within
the instant message buddy list group. In some embodiments, instant
messaging contacts included within the instant message buddy list
group may be graphically connected in an instant message buddy list
(e.g., in a common level in a tree structure, in a folder, via
sequential listing, or the like). Such a graphical connection may
facilitate understanding by a user of the instant message buddy
list that the instant messaging contacts included in the instant
message buddy list group may be contextually related. In various
embodiments, buddy lists for an instant messaging user may be
maintained on server side IM system (e.g., IM system 56) and/or may
be maintained on a client side IM application. The server-side IM
system and the client-side IM application communicate at regular or
determined intervals in order to maintain an up-to-date buddy list
associated with the instant messaging user.
[0042] Continuing with the above-stated example, CIM process 10 may
create 102 an instant message buddy list group associated with the
opportunity 1. For example, and referring to FIG. 5, CIM process 10
may create an instant message buddy list group 500 for opportunity
1. Buddy list group 500 may be created 102 within a buddy list
(e.g., buddy list 502) associated with a user (e.g., user 36).
While in the illustrated embodiment, buddy list group 500 is shown
created 102 within buddy list 502 of a particular user (e.g., user
36), in other embodiments, this is for illustrative purposes only.
In some embodiments, CIM process 10 may create 102 an instant
message buddy list group within instant messaging system 56 in
general, which may not be associated with a particular user. In
such an embodiment, the instant message buddy list group may be,
for example, maintained within a master contact list, e.g., which
may include a listing of all users of instant messaging system 56.
Additionally, in some embodiments CIM process 10 may create 102 the
instant message buddy list group in response to, e.g., receiving a
request to create 102 the instant message buddy list from a user
(e.g., which request may be received via CRM system 54, IM system
56, and/or via another system, application, or process). In some
embodiments, CIM process 10 may create 102 the instant message
buddy list group, e.g., in response to identifying 100 one or more
individuals associated with an opportunity included within CRM
system 54, and/or may otherwise create 102 the instant message
buddy list group.
[0043] CIM process 10 may also populate 104 the instant message
buddy list group with at least a portion of the one or more
individuals. For example, and as also shown in FIG. 5, CIM process
10 may populate 104 the buddy list group 500 for opportunity 1 with
one or more users (e.g., users 36, 38 and 40, Tom, Susan, Rob, and
Katie). As explained above, instant message buddy list group 500
may be created 102 based on, at least in part, the one or more
individuals identified 100 as being associated with an opportunity
(e.g., opportunity 1). In some embodiments, instant message buddy
list group 500 may be populated 104 with all users associated with
opportunity 1 or may contain a subset of the users associated with
opportunity 1. For example, although Jennifer may be identified 100
by CIM process 10 as a user associated with opportunity 1, there
may be reasons not include Jennifer in instant message buddy list
group 500. For example, one or more rules may be defined (e.g., by
a user, an administrator, default setting, or the like) for
populating 104 the instant message buddy list group. As a
consequence, although CIM process 10 may identify 100 that Jennifer
is associated with opportunity 1, CIM process 10 may populate 104
the instant message buddy list group for opportunity 1 with users
36, 38 40, Tom, Susan, Rob, and Katie. It is understood that the
above are only examples of buddy list groups and other groups may
be utilized.
[0044] In some embodiments, an instant messaging screen name
associated with each of the individuals populating the instant
message buddy list group may be included within information and/or
records associated with the opportunity within the CRM system. In
such a situation, CIM process 10 may be capable of extracting the
instant messaging screen name for the one or more individuals from
the CRM records or information and may populate 104 the instant
message buddy list group with the extracted instant messaging
screen names. In some embodiments, CIM process 10 may otherwise
obtain instant messaging screen names for at least a portion of the
one or more individuals populating 104 the instant message buddy
list group. For example, in some situations, an instant messaging
screen name associated with one or more of the individuals may not
be included within the information and/or records included within
the CRM system. In some embodiments, CIM process 10 may obtain an
instant messaging screen name for an individual, e.g., by accessing
one or more other sources. Accessing the one or more other sources
may include, for example, transmitting a request to such other
sources, executing a search query against such other sources, or
the like. Examples of other sources from which CIM process 10 may
obtain instant messaging screen names for one or more of the
individuals may include, an IM system (e.g., IM system 56, which
may include a master directory of all users of IM system 56), an
organizational directory (e.g., an LDAP directory), or other
suitable source. CIM process 10 may otherwise obtain information
for populating 104 the instant message buddy list group.
[0045] CIM process 10 may further propagate 106 the instant message
buddy list group to at least one of the one or more individuals.
For example, instant message buddy list group 500 may be populated
with a number of users (e.g., user 36, 38, 40, Tom Susan Rob, and
Katie). Referring also to FIG. 6, instant message buddy list group
500 may be propagated 106 to at least one of the one or more
individuals identified 100 as being associated with the
opportunity. In some embodiments, the at least one of the one or
more individuals may also be users of IM system 56 and/or CRM
system 54. Propagating 106 instant message buddy list group 500 to
the one or more other users may include, for example, sending
instant message buddy list group 500 to the other users (i.e.,
sending the instant message buddy list group to a computing device
associated with each intended recipient user). Upon receipt of
instant message buddy list group 500, each of the receiving users
may, for example, import instant message buddy list group 500 into
an instant message buddy list of the user. In some embodiments, CIM
process 10 and/or another process or application (e.g., an instant
messaging client application) may automatically import instant
message buddy list group 500 into an instant message buddy list of
the user.
[0046] In some embodiments. CIM process 10 may propagate 106
instant message buddy list group 500 to the at least one of the one
or more individuals including associating instant message buddy
list group 500 with the at least one individual via IM system 56.
For example, instant message buddy list group 500 may be associated
with an instant message buddy list maintained on IM system 56 for
each user to which instant message buddy list group 500 is
propagated 106. In some embodiments, users may access instant
message buddy list group 500 (e.g., for the purpose of engaging in
an instant messaging communication with one or more users included
within instant message buddy list group 500) via IM system 56
(and/or via another application, such as a client instant messaging
application, a web browser, etc.). In some embodiments, IM system
56 may push instant message buddy list group 500 down to each
respective user (i.e., to a computing device associated with each
respective user) to whom instant message buddy list group 500 was
propagated 106. In some such embodiments, a client instant
messaging application may import instant message buddy list group
500 into an instant message buddy list for each respective user
(e.g., as a result of an instant message buddy list synchronization
operation performed by one or more of IM system 56, an instant
messaging client application, and/or CIM process 10).
[0047] In some embodiments, the instant message buddy list group
may be propagated 106 to each of the individuals identified 100 as
being associated with the opportunity (e.g., user 36, user 38, user
40, Tom, Susan, Rob, Katie, and Jennifer for opportunity 1). In
some embodiments, CIM process 10 may propagate 106 the instant
message buddy list group (e.g., instant message buddy list group
500) to one or more users that are were not identified 100 as being
associated with the opportunity. For example, the instant message
buddy list group may be propagated 106 to an employee who is not
associated with a particular opportunity, for example, as part of a
company strategy to include additional individuals in already
established and/or developing projects. For example a salesperson
may be a new hire that has never been associated with an
opportunity. In some embodiments, CIM process 10 process may
propagate 106 the instant message buddy list group associated with
the opportunity to the newly hired salesperson. In another example,
CIM process 10 may propagate 106 the instant message buddy list
group to a specific team in the organization (e.g., sustaining) for
opportunities that have expressed complaints. It will be understood
that the above is only an example and other conditions may trigger
the propagation of the instant message buddy list group to users
not associated with an opportunity. In addition/as an alternative
to including individuals in addition to the one or more individuals
identified 100 as being associated with the opportunity, in some
embodiments CIM process 10 may propagate 106 the instant message
buddy list group to less than all of the individuals identified 100
as being associated with the opportunity. For example, as shown in
FIG. 6, CIM process may propagate 106 instant message buddy list
group 500 to user 38, user 40, Tom and Susan. As such, instant
message buddy list group 500 may not be propagated 106 to Rob and
Katie, who were also identified 100 as being associated with
opportunity 1. While in the illustrated embodiment of FIG. 6,
instant message buddy list group 500 is shown as being propagated
106 from user 36 (i.e., from computing device 28 operated by user
36, for example via client application 10c1), this is for
illustrative purposes only. As discussed above, in some
embodiments, CIM process 10 may propagate 106 the instant message
buddy list group, e.g., form CIM process 10s, from CRM system 54,
from IM system 56, and/or from another application or process.
[0048] Consistent with the foregoing, in an embodiment, propagating
106 the instant message buddy list group may be based on one or
more rules. For example, the CIM process 10 process may evaluate a
set of rules defined by the system (i.e., CRM system 54 and/or IM
system 54, and/or defined within CIM process 10) and/or defined by
users or by an administrator of the system (i.e., CRM system 54, IM
system 54, and/or CIM process 10) before propagating 106 the
instant message buddy list group. Examples of rules that may be
defined for propagating 106 the instant message buddy list group
may be based on, but not limited to, a certain team or group within
the organization; seniority, age group, job title and skill level.
For example, a rule may be defined for a group of managers within
an organization that receive all instant message buddy list groups
belonging to opportunities that deal with sales transactions
dealing with customers with income above a certain level. Another
example may be for a rule that may be defined for certain
salespersons that are within a certain age group that may receive
an instant message buddy list group for opportunities that deal
with same age group customers. It will be understood that above are
only examples and not limitations, other example of rules may be
envisioned.
[0049] As explained above and referring to FIG. 4, users may be
associated with one or more opportunities, which may result in
multiple instant message buddy list groups reflected in users'
respective buddy lists. For example, CIM process 10 may identify
100 a user (e.g., user 40) as being associated with three
opportunities (e.g., opportunity 1, opportunity 2 and opportunity
3). In addition to user 40, there may be other users associated
with each of these opportunities. CIM process 10 may create 102
three instant message buddy list groups corresponding to the three
opportunities (e.g., opportunity 1, opportunity 2 and opportunity
3) respectively. CIM process 10 may populate 104 each of the three
instant message buddy list groups with at least a portion of the
individuals identified 100 as being associated with each respective
opportunity. CIM process 10 may propagate 106 each respective
instant message buddy list group to at least a portion of the one
or more individuals that are associated with each of the
opportunities (e.g., opportunity 1, opportunity 2 and opportunity
3).
[0050] It should be noted that an instant messaging buddy list
group for a particular user may not necessarily contain the user's
own contact information. For example, as shown in FIG. 5, instant
message buddy list group 500 included within instant message buddy
list 502 belonging to user 36 is shown including user 36. In some
embodiments, a user may not be included within an instant message
buddy list group for that particular user. For example, in the case
of instant message buddy list 502 associated with user 36, the
contact information (e.g., screen name) for user 36 may not
necessarily be included. As such, the instant message buddy list
group may be customized for each individual to whom the instant
message buddy list group is propagated 106. Other configurations
may be equally utilized.
[0051] Consistent with the foregoing, one or more of the
individuals associated with an opportunity that is included within
a CRM system may be provided with an instant message buddy list
group that may include instant messaging contact information (e.g.,
screen name) for one or more other individuals who are also
associated with the opportunity. As such, instant messaging contact
may be facilitated between the individuals who are associated with
the opportunity. Facilitating instant messaging communications
between individuals associated with an opportunity may improve
interaction and collaboration amongst the individuals. Such
improved interaction and collaboration may improve the ability of
the individuals to take advantage of the opportunity, and the
like.
[0052] In some embodiments, a first individual associated with the
opportunity may not even need to specifically know the identity of
the other individuals associated with the opportunity. For example,
the first individual may simply access the instant message buddy
list group for the opportunity, which may present the first user
with the identity of one or more other individuals who are also
associated with the opportunity. Presenting the first individual
with such a list of the other individuals associated with the
opportunity may facilitate the first individual determining a
desired individual to contact, as well as facilitating instant
messaging contact between the individuals. In this regard, while
not shown, in some embodiments the instant message buddy list group
associated with the opportunity may include information in addition
to the screen name and/or real name of the individuals included
within the instant message buddy list group. Such additional
information may include, e.g., alternative contact credentials
(such as email address, telephone number), organizational
information (e.g., title, position, department, etc.), and/or other
information. In some embodiments, information in addition to the
instant messaging screen name may be obtained, for example, from an
organizational directory, or other suitable source, as discussed
above with regard to CIM process 10 populating 104 the instant
message buddy list group. In addition/as an alternative to
facilitating individual instant messaging communications between
individuals associated with the opportunity, the instant message
buddy list group may also facilitate group-wise instant messaging
communications between all of the individuals included within the
instant message buddy list group.
[0053] CIM process 10 may further identify 108 changes to the one
or more individuals associated with the opportunity. For example,
over time the individuals involved with a given project, client, or
the like may change. Individuals may leave an organization, may
join the organization, may transition between departments or jobs
within an organization. As such, the individuals associated with a
given opportunity may change over time. For example, CIM process 10
may have created 102 an instant message buddy list group (e.g.,
instant message buddy list group 500) that may be populated 104
with individuals(e.g., users 36, 38, 40, Tom, Susan Rob, and Katie)
identified 100 as being associated with a certain opportunity (e.g.
opportunity 1). If for example user 38 changed positions within the
organization, CIM process 10 may identify 108 that a change has
occurred to the users associated with opportunity 1 (e.g., that
user 38 may no longer be associated with opportunity 1).
[0054] For example, in an embodiment, a user may initiate a change
by updating the IM system (e.g., IM system 56) that the user is
part of. For example, user 38 may update his or her IM status to
indicate a new position title in the organization. CIM process 10
may interact with the IM system (e.g., IM system 56) in order to
identify 108 that a change has occurred to user 38. In an
embodiment, a user may initiate a change within a CRM system (e.g.,
CRM system 54). For example user 38 may change his or her
association with a certain opportunity (e.g., opportunity 1). CIM
process 10 may then identify 108 the change by interacting with the
IM system (e.g., IM system 56) and/or the CRM system (e.g., CRM
system 54). Further, in an embodiment, CIM process 10 may
periodically and/or in response to an event (e.g., a change of a
record within an opportunity) identify 100 the individuals
associated with a given opportunity. Further, upon iteratively
identifying 100 the individuals associated with the opportunity,
CIM process 10 may compare the individuals iteratively identified
100 as being associated with the opportunity to with the
individuals previously (and/or originally) identified 100 as being
associated with the opportunity. In response to comparing the
individuals associated with the opportunity, CIM process 10 may
identify 108 a change in the individuals associated with the
opportunity. It will be understood that the above are only examples
and not limitations, other changes may be possible.
[0055] CIM process 10 may further update 110 the instant message
buddy list group based on the changes. For example, having
identified 108 that a change may have occurred, CIM process 10 may
update 110 the instant message buddy list group associated with the
opportunity to reflect the identified 108 changes, for example, in
the form of an updated instant message buddy list group associated
with the opportunity. Continuing with the above example in which
user 38 has changed positions, and is no longer associated with
opportunity 1, CIM process 10 may identify 108 the change to user
38 with respect to opportunity 1. According to an embodiment, CIM
process 10 may update 110 the instant message buddy list group
(e.g., instant message buddy list group 500) to reflect the change
in user 38's position resulting in an updated instant message buddy
list group (e.g., which may no longer include user 38 in an instant
message buddy list group associated with opportunity 1).
[0056] In an embodiment, updating 110 the instant message buddy
list group may include removing individuals from the instant
message buddy list group. For example, and continuing with the
above-example, CIM process 10 may identify 108 that user 38 has
changed positions within the organization. This change may have
caused user 38 no longer be associated with the opportunity (e.g.,
opportunity 1). As a result of this change, user 38 may not be
appropriately included in the instant message buddy list group
(e.g., instant message buddy list group 500) that was created 102
associated with opportunity 1). Referring also to FIG. 7, CIM
process 10 may update 110 instant message buddy list group to
remove user 38 from instant message buddy list group 500b.
[0057] As discussed above, CIM process 10 may update 110 the
instant message buddy list group to remove a user, e.g., who may be
explicitly no longer associated with the opportunity. In some
embodiments, CIM process 10 may update an instant message buddy
list group based on an individual's status or activity. For
example, CIM process 10 may determine that an individuals
engagement with the opportunity has become stale or not up-to-date.
Examples of having stale engagement with the opportunity may
include, but not limited to, the individual not logging in the CRM
system for some time, the individual not having had activities
related to the opportunity, or the individual having been flagged
by CIM process 10 as no longer associated with an opportunity. For
example, CIM process 10 may have determined that user 40 has not
logged in to the CRM system for a certain period of time. In an
embodiment, CIM process 10 may update 110 the instant message buddy
list group to mark user 40 as being stale. For example, as shown in
FIG. 7, updating 110 instant message buddy list group 500b to
reflect user 40 becoming stale may include greying-out user 40
within an instant message buddy list group 500b. In some
embodiments, if user 40 becomes increasingly stale (e.g., user 40's
lack of engagement with the opportunity continues) for a defined
period of time after becoming greyed-out, CIM process 10 may
further update 110 instant message buddy list group 500b to remove
user 40 from instant message buddy list group 500b associated with
opportunity 1.
[0058] In an embodiment, updating 110 the instant message buddy
list group may include adding individuals to the instant message
buddy list group. For example, CIM process 10 may determine that an
individual (e.g. Steve) has joined a specific team within an
organization. The team may individuals who are associated with a
certain opportunity (e.g., opportunity 1) and belonging to an
instant message buddy list group (e.g., group 350). This addition
of Steve to the team may have caused Steve to be associated with
opportunity 1. As a result of this addition, CIM may identify 108 a
change to an individual associated with opportunity 1, namely the
new association of Steve with opportunity 1. Further, and as shown
in FIG. 7, CIM process 10 may update 110 the instant message buddy
list group to include Steve within instant message buddy list group
500b. According to various embodiments, CIM process 10 may identify
108 the change to an individual associated with the opportunity in
a variety of manners. For example, CIM process 10 may iteratively
identify 100 individuals associated with the opportunity (e.g., on
a periodic basis; in response to a trigger such as a user request
to identify individuals associated with the opportunity, an
indication of activity with respect to the opportunity, etc.), CIM
process 10 may receive an explicit indication of a change to an
individual associated with the opportunity (e.g., from a user of
the CRM system and/or from the IM system), and/or may otherwise
identify 108 a change to an individual associated with the
opportunity.
[0059] In an embodiment, updating 110 the instant message buddy
list group may be done autonomously, e.g., without a user's
involvement. For example, CIM process 10 may detect 108 a change in
an individual's information, and/or association with the
opportunity, e.g., through interactions with a CRM system (e.g.,
CRM system 54) and/or and IM system (e.g., IM system 56) or any
other system that may reflect the user's information change, and
CIM process 10 may automatically update 110 the instant message
buddy list group in response to the change. In such an embodiment,
as users are removed and added to opportunities the instant message
buddy list group associated with the opportunities may be updated
110 by CIM process 10.
[0060] In some embodiments, CIM process 10 may provide one or more
alerts transmitted to one or more users of the CRM system. For
example, alerts may be in response to the CIM process 10
identifying 108 changes to the one or more individuals associated
with the opportunity, and/or to changing 110 an instant message
buddy list group and/or to propagating 104 of an instant message
buddy list group or an updated 110 instant message buddy list
group. The one or more alerts may be generated and transmitted to
users (e.g., all or a portion of the individuals associated with
the opportunity and/or all or a portion of the individuals included
within the instant message buddy list group associated with the
opportunity) based on default preferences, user preferences, or
system preferences. The preferences may be established by system
administrators or by the users of a CRM system or an IM system.
Examples of preferences may be, but not limited to, frequency of
the alerts, whether an alert should be sent and received, periodic
intervals, information within the alert, identity of users and
groups to receive the alerts. It will be understood that the above
are only examples of alert preferences and not limitations, other
examples may be implemented.
[0061] In an embodiment, the CIM process 10 may cause the updated
instant message buddy list group to replace the original instant
message buddy list group and/or may cause the updated instant
message buddy list group to be maintained as separate instant
message buddy list group. For example, if CIM process 10 may
identify 108 a change in an individual associated with the
opportunity, CIM process 10 may update 110 the instant message
buddy list group based on these changes, in which the updated
instant message buddy list group may be created as a new version of
the original instant message buddy list group and/or may replace
the original instant message buddy list group. Maintaining version
control may allow, for example, a system administrator to analyze
what information has changed. It will be understood that the above
is only an example and other possibilities for maintaining the
update instant message buddy list group may be possible.
[0062] In an embodiment, CIM process 10 may allow an IM system
(e.g., IM system 56 or an IM client side application) to pull
information related to users of an instant message buddy list group
or an updated instant message buddy list group from a CRM system
(e.g. CRM system 54 or a client side CRM system). In an another
embodiment, CIM process 10 may permit a CRM system (e.g., CRM
system 54 or a client side CRM system) to push information related
to users of an instant message buddy list group or an updated
instant message buddy list group to an IM system (e.g., IM system
56 or an IM client side application). CIM process 10 may permit the
pushing or pulling of user information based on default
preferences, user preferences, or system preferences. CIM process
10 may permit these preferences may be established by system
administrator or by users of the CRM system. Examples of
preferences may be, but not limited to, frequency of the pushing
and pulling, amount of user information to pushed or pulled and the
type of user information to be pulled or pushed. For example, the
user data may be mined nightly, weekly, monthly or any appropriate
interval. It will be understood that the above are only examples of
alert preferences and not limitations, other examples may be
implemented.
[0063] CIM process 10 may further propagate 112 the updated 110
instant message buddy list group to at least one of the one or more
individuals. For example, as a result of identifying 108 a change
to one or more individuals associated with an opportunity, CIM
process 10 may update 110 an instant message buddy list group,
which may result in an updated instant message buddy list group
(e.g., updated instant message buddy list group 500b shown in FIG.
7). The updated instant message buddy list group may be propagated
112 to at least one of the users that have been originally
identified 100 by CIM process 10 to be associated with a certain
opportunity (e.g., opportunity 1), and/or added to the instant
message buddy list group by the update 110. Updated 110 instant
message buddy list group 500b may be propagated to at least one of
the one or more individuals associated with the opportunity in a
manner generally similar to propagating 106 the instant message
buddy list group described with respect to FIG. 6.
[0064] Referring also to FIG. 8, there is shown a diagrammatic view
of computing system 12. While computing system 12 is shown in this
figure, this is for illustrative purposes only and is not intended
to be a limitation of this disclosure, as other configuration are
possible. For example, any computing device capable of executing,
in whole or in part, CIM process 10 may be substituted for
computing device 12 within FIG. 8, examples of which may include
but are not limited to client electronic devices 28, 30, 32,
34.
[0065] Computing system 12 may include microprocessor 802
configured to e.g., process data and execute instructions/code for
screen capture process 10. Microprocessor 802 may be coupled to
storage device 16. As discussed above, examples of storage device
16 may include but are not limited to: a hard disk drive; a tape
drive; an optical drive; a RAID device; an NAS device, a Storage
Area Network, a random access memory (RAM); a read-only memory
(ROM); and all forms of flash memory storage devices. IO controller
804 may be configured to couple Microprocessor 802 with various
devices, such as keyboard 806, mouse 808, USB ports (not shown),
and printer ports (not shown). Display adaptor 810 may be
configured to couple display 812 (e.g., a CRT or LCD monitor) with
microprocessor 802, while network adapter 814 (e.g., an Ethernet
adapter) may be configured to couple Microprocessor 802 to network
14 (e.g., the Internet or a local area network).
[0066] As will be appreciated by one skilled in the art, the
present disclosure may be embodied as a method (e.g., executing in
whole or in part on computing device 12), a system (e.g., computing
device 12), or a computer program product (e.g., encoded within
storage device 16). Accordingly, the present disclosure may take
the form of an entirely hardware embodiment, an entirely software
embodiment (including firmware, resident software, micro-code,
etc.) or an embodiment combining software and hardware aspects that
may all generally be referred to herein as a "circuit," "module" or
"system." Furthermore, the present disclosure may take the form of
a computer program product on a computer-usable storage medium
(e.g., storage device 16) having computer-usable program code
embodied in the medium.
[0067] Any suitable computer usable or computer readable medium
(e.g., storage device 16) may be utilized. The computer-usable or
computer-readable medium may be, for example but not limited to, an
electronic, magnetic, optical, electromagnetic, infrared, or
semiconductor system, apparatus, device, or propagation medium.
More specific examples (a non-exhaustive list) of the
computer-readable medium may include the following: an electrical
connection having one or more wires, a portable computer diskette,
a hard disk, a random access memory (RAM), a read-only memory
(ROM), an erasable programmable read-only memory (EPROM or Flash
memory), an optical fiber, a portable compact disc read-only memory
(CD-ROM), an optical storage device, a transmission media such as
those supporting the Internet or an intranet, or a magnetic storage
device. The computer-usable or computer-readable medium may also be
paper or another suitable medium upon which the program is printed,
as the program can be electronically captured, via, for instance,
optical scanning of the paper or other medium, then compiled,
interpreted, or otherwise processed in a suitable manner, if
necessary, and then stored in a computer memory. In the context of
this document, a computer-usable or computer-readable medium may be
any medium that can contain, store, communicate, propagate, or
transport the program for use by or in connection with the
instruction execution system, apparatus, or device. The
computer-usable medium may include a propagated data signal with
the computer-usable program code embodied therewith, either in
baseband or as part of a carrier wave. The computer usable program
code may be transmitted using any appropriate medium, including but
not limited to the Internet, wireline, optical fiber cable, RF,
etc.
[0068] Computer program code for carrying out operations of the
present disclosure may be written in an object oriented programming
language such as Java, C#.NET, PHP, C++ or the like. However, the
computer program code for carrying out operations of the present
disclosure may also be written in conventional procedural
programming languages, such as the "C" programming language or
similar programming languages. The program code may execute
entirely on the user's computer, partly on the user's computer, as
a stand-alone software package, partly on the user's computer and
partly on a remote computer or entirely on the remote computer or
server. In the latter scenario, the remote computer may be
connected to the user's computer through a local area network/a
wide area network/the Internet (e.g., network 14).
[0069] The present disclosure is described with reference to
flowchart illustrations and/or block diagrams of methods, apparatus
(systems) and computer program products according to embodiments of
the disclosure. It will be understood that each block of the
flowchart illustrations and/or block diagrams, and combinations of
blocks in the flowchart illustrations and/or block diagrams, may be
implemented by computer program instructions. These computer
program instructions may be provided to a processor (e.g.,
processor 802) of a general purpose computer/special purpose
computer/other programmable data processing apparatus (e.g.,
computing device 12), such that the instructions, which execute via
the processor (e.g., processor 802) of the computer or other
programmable data processing apparatus, create means for
implementing the functions/acts specified in the flowchart and/or
block diagram block or blocks.
[0070] These computer program instructions may also be stored in a
computer-readable memory (e.g., storage device 16) that may direct
a computer (e.g., computing device 12) or other programmable data
processing apparatus to function in a particular manner, such that
the instructions stored in the computer-readable memory produce an
article of manufacture including instruction means which implement
the function/act specified in the flowchart and/or block diagram
block or blocks.
[0071] The computer program instructions may also be loaded onto a
computer (e.g., computing device 12) or other programmable data
processing apparatus to cause a series of operational steps to be
performed on the computer or other programmable apparatus to
produce a computer implemented process such that the instructions
which execute on the computer or other programmable apparatus
provide steps for implementing the functions/acts specified in the
flowchart and/or block diagram block or blocks.
[0072] The flowcharts and block diagrams in the figures may
illustrate the architecture, functionality, and operation of
possible implementations of systems, methods and computer program
products according to various embodiments of the present
disclosure. In this regard, each block in the flowchart or block
diagrams may represent a module, segment, or portion of code, which
comprises one or more executable instructions for implementing the
specified logical function(s). It should also be noted that, in
some alternative implementations, the functions noted in the block
may occur out of the order noted in the figures. For example, two
blocks shown in succession may, in fact, be executed substantially
concurrently, or the blocks may sometimes be executed in the
reverse order, depending upon the functionality involved. It will
also be noted that each block of the block diagrams and/or
flowchart illustrations, and combinations of blocks in the block
diagrams and/or flowchart illustrations, may be implemented by
special purpose hardware-based systems that perform the specified
functions or acts, or combinations of special purpose hardware and
computer instructions.
[0073] The terminology used herein is for the purpose of describing
particular embodiments only and is not intended to be limiting of
the disclosure. As used herein, the singular forms "a", "an" and
"the" are intended to include the plural forms as well, unless the
context clearly indicates otherwise. It will be further understood
that the terms "comprises" and/or "comprising," when used in this
specification, specify the presence of stated features, integers,
steps, operations, elements, and/or components, but do not preclude
the presence or addition of one or more other features, integers,
steps, operations, elements, components, and/or groups thereof.
[0074] The corresponding structures, materials, acts, and
equivalents of all means or step plus function elements in the
claims below are intended to include any structure, material, or
act for performing the function in combination with other claimed
elements as specifically claimed. The description of the present
disclosure has been presented for purposes of illustration and
description, but is not intended to be exhaustive or limited to the
disclosure in the form disclosed. Many modifications and variations
will be apparent to those of ordinary skill in the art without
departing from the scope and spirit of the disclosure. The
embodiment was chosen and described in order to best explain the
principles of the disclosure and the practical application, and to
enable others of ordinary skill in the art to understand the
disclosure for various embodiments with various modifications as
are suited to the particular use contemplated.
[0075] Having thus described the disclosure of the present
application in detail and by reference to embodiments thereof, it
will be apparent that modifications and variations are possible
without departing from the scope of the disclosure defined in the
appended claims.
* * * * *